LANHISHA RICHMOND
Thornton,CO
Summary
Results-driven Call Center and Customer Service Leader with 12 years of experience in team supervision, quality assurance, training, and technical troubleshooting. Expertise in coaching agents, enhancing service quality, and resolving complex customer issues. Additional experience in operations includes virtual forklift operation and overnight support for international teams.
Overview
17
17
years of professional experience
Work History
Call Center Lead
Absolute Plumbing, Electrical, Heating & Air
05.2024 - 02.2026
- Led daily call center floor operations, providing real-time guidance, coaching, and support to customer service agents.
- Acted as a primary escalation resource for difficult calls, customer accounts, policies, procedures, and service concerns.
- Conducted new-hire and ongoing training, coaching agents on call quality, procedures, customer service, and productivity.
- Performed QA reviews, identified coaching opportunities, and reinforced company service and performance standards.
- Generated and reviewed operational reports to track call center activity, quality, and productivity, identifying areas for follow-up.
- Reviewed accounts, completed billing corrections and adjustments to enhance accuracy and resolve customer issues.
- Collaborated with leadership and departments to address complex concerns, communicate updates, and streamline workflow.
QA Remote Forklift Driver / Night Team Lead
Insight Global | Phantom Auto
Broomfield, CO
06.2023 - 05.2024
- Virtually operated forklifts using remote-driving technology to support warehouse and material-handling operations.
- Conducted quality assurance testing on remote forklift systems and software, identifying and documenting operational and technical issues to enhance reliability.
- Monitored remote forklift activity for safe and efficient operation and escalation of software, connectivity, or vehicle concerns.
- Led overnight operations, coordinating with team members in Mexico to provide direction, troubleshoot issues, and ensure smooth workflow.
- Executed manual forklift operations while serving as on-site safety escort for remote-controlled units, ensuring compliance with safety protocols.
Universal Agent / Repair Representative
Comcast
Denver, CO
01.2019 - 10.2023
- Delivered high-volume support for billing, repair, account management, product selection, and service-related concerns, ensuring quick resolution of customer issues.
- Troubleshot technical issues, resolved complaints, and used de-escalation techniques to deliver timely customer solutions.
- Coordinated cross-departmental efforts to resolve account issues, facilitating smooth onboarding and enhancing overall service experiences.
- Recommended service enhancements that contributed to maintaining high customer satisfaction and retention rates.
Paraprofessional
Denver Public Schools Transportation / Northeast Terminal
Denver, CO
03.2018 - 09.2018
- Ensured safety and well-being of students, including those with special needs, during transportation.
- Assisted students with special needs during transportation to and from school.
- Monitored student behavior to maintain a positive environment on the bus.
- Used positive behavioral-support strategies and communicated with transportation and school staff regarding student needs.
- Collaborated with drivers to ensure safe and efficient travel routes.
Customer Service Representative
Anthem Blue Cross Blue Shield
Denver, CO
05.2017 - 03.2018
- Employed active listening and problem-solving to deliver accurate information and achieve timely issue resolution.
- Resolved customer complaints through effective communication and problem-solving skills.
- Assisted members with inquiries regarding health insurance plans and coverage options.
- Resolved customer inquiries on accounts, coverage, and services, ensuring confidentiality of sensitive information.
- Educated clients on benefits and services provided by the health insurance company.
Customer Service Representative
Deckers Brands
Broomfield, CO
09.2016 - 05.2017
- Handled high-volume inquiries on orders, billing, cancellations, refunds, and service requests to ensure timely resolutions.
- Resolved customer complaints by providing effective solutions and support.
- Assessed customer needs, proposed suitable solutions, and facilitated customer satisfaction and retention.
- Assisted members with inquiries regarding health insurance benefits and coverage options.
- Processed claims and ensured accurate information was recorded in the system.
Intake Coordinator
Manpower / eviCore
Colorado Springs, CO
08.2015 - 12.2015
- Coordinated patient intake processes for efficient information collection and processing.
- Created and processed cases, gathered necessary information, and coordinated assessment scheduling to ensure timely support.
- Managed patient scheduling using electronic health record systems for accurate appointments.
- Communicated with healthcare providers to gather necessary documentation and referrals.
- Maintained accurate records and efficiently routed inquiries while safeguarding confidential information.
Customer Advocate
Urban Lending Solutions
Broomfield, CO
01.2015 - 04.2015
- Guided clients through loan-modification applications and provided timely updates on payments and account inquiries.
- Coordinated communication between clients and loan officers to resolve issues promptly.
- Assisted clients with mortgage inquiries and provided detailed product information.
- Educated customers on lending processes and documentation requirements effectively.
- Analyzed account information and simplified communication of complex financial-service processes for clients.
Customer Service Specialist
Bright Horizons
Broomfield, CO
04.2014 - 11.2014
- Provided accurate information and timely follow-up to address changing needs by delivering professional customer support.
- Resolved customer inquiries through phone, email, and in-person communication.
- Assisted families in navigating enrollment processes and understanding program offerings.
- Collaborated with team members to enhance customer service protocols and practices.
- Secured temporary dependent-care solutions for families by coordinating and confirming care arrangements.
Receive Call Agent
Manpower
Boulder, CO
04.2013 - 08.2013
- Managed high-volume inbound and outbound calls efficiently.
- Resolved customer inquiries through active listening and effective communication.
- Provided accurate information to customers regarding products and services.
- Created service-request tickets, handled account inquiries, documented information, and routed calls to ensure timely resolution.
Sales Associate
Best Buy
Westminster, CO
11.2011 - 04.2013
- Delivered sales and customer service, processed transactions, managed inventory, and executed opening and closing procedures.
- Processed transactions accurately using point-of-sale systems.
- Assisted customers with product selection and technical support.
- Maintained product displays and organized merchandise on the sales floor.
Sales Lead
The Children's Place
Westminster, CO
04.2009 - 02.2011
- Led sales team to achieve store goals and enhance customer satisfaction.
- Provided leadership coverage during manager absences, resolving employee and customer issues to maintain service quality.
- Trained new staff on product knowledge and effective selling techniques.
- Managed inventory levels to ensure product availability and organization.
- Supported store operations, streamlined inventory management, and ensured efficient cashiering and customer service during opening and closing procedures.
Education
High School Diploma -
Continental Academy
Coral Gables, FL08-2003
Skills
- Call Center Leadership
- Call Center Operations
- Quality Assurance
- Training & Coaching
- Team supervision
- Performance Reporting
- Escalation Management
- Customer Retention
- De-escalation
- Troubleshooting
- Process Improvement
- Account Management
- Billing corrections
- Billing Adjustments
- Order processing
- Data Entry
- Cross-Functional Communication
- Data Confidentiality
- Remote Operations
- Safety Compliance
- Microsoft Word
- Windows
- Call Center Systems
- Multi-Line Phones
- Operational Support
- Customer Service Management
- Employee training
- Team coaching
- Call handling
- Customer Service Management
- Operational Support
Timeline
Call Center Lead
Absolute Plumbing, Electrical, Heating & Air
05.2024 - 02.2026
QA Remote Forklift Driver / Night Team Lead
Insight Global | Phantom Auto
06.2023 - 05.2024
Universal Agent / Repair Representative
Comcast
01.2019 - 10.2023
Paraprofessional
Denver Public Schools Transportation / Northeast Terminal
03.2018 - 09.2018
Customer Service Representative
Anthem Blue Cross Blue Shield
05.2017 - 03.2018
Customer Service Representative
Deckers Brands
09.2016 - 05.2017
Intake Coordinator
Manpower / eviCore
08.2015 - 12.2015
Customer Advocate
Urban Lending Solutions
01.2015 - 04.2015
Customer Service Specialist
Bright Horizons
04.2014 - 11.2014
Receive Call Agent
Manpower
04.2013 - 08.2013
Sales Associate
Best Buy
11.2011 - 04.2013
Sales Lead
The Children's Place
04.2009 - 02.2011
High School Diploma -
Continental Academy